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KACE Systems Management Appliance 13.2 Common Documents - KACE Service Desk Administrator Guide

About the KACE Service Desk Getting started
Configuring the appliance
Requirements and specifications Power-on the appliance and log in to the Administrator Console Access the Command Line Console Tracking configuration changes Configuring System-level and Admin-level General Settings Configure appliance date and time settings Managing user notifications Enable Two-Factor Authentication for all users Verifying port settings, NTP service, and website access Configuring network and security settings Configuring Agent settings Configuring session timeout and auto-refresh settings Configuring locale settings Configuring the default theme Configure data sharing preferences About DIACAP compliance requirements Configuring Mobile Device Access Enable fast switching for organizations and linked appliances Linking Quest KACE appliances Configuring history settings
Setting up and using labels to manage groups of items Configuring user accounts, LDAP authentication, and SSO Deploying the KACE Agent to managed devices Using Replication Shares Managing credentials Configuring assets
About the Asset Management component Using the Asset Management Dashboard About managing assets Adding and customizing Asset Types and maintaining asset information Managing Software assets Managing physical and logical assets Maintaining and using manual asset information Managing locations Managing contracts Managing licenses Managing purchase records
Setting up License Compliance Managing License Compliance Setting up Service Desk Configure the Cache Lifetime for Service Desk widgets Creating and managing organizations Importing and exporting appliance resources
Managing inventory
Using the Inventory Dashboard Using Device Discovery Managing device inventory
About managing devices Features available for each device management method About inventory information Tracking changes to inventory settings Managing inventory information Finding and managing devices Registering KACE Agent with the appliance Provisioning the KACE Agent Manually deploying the KACE Agent Using Agentless management Adding devices manually in the Administrator Console or by using the API Forcing inventory updates Managing MIA devices Obtaining Dell warranty information
Managing applications on the Software page Managing Software Catalog inventory
About the Software Catalog Viewing Software Catalog information Adding applications to the Software Catalog Managing License assets for Software Catalog applications Associate Managed Installations with Cataloged Software Using software metering Using Application Control Update or reinstall the Software Catalog
Managing process, startup program, and service inventory Writing custom inventory rules
Deploying packages to managed devices
Distributing software and using Wake-on-LAN Broadcasting alerts to managed devices Running scripts on managed devices Managing Mac profiles Using Task Chains
Patching devices and maintaining security
Using the Security Dashboard About patch management Subscribing to and downloading patches Creating and managing patch schedules Managing patch inventory Managing Windows Feature Updates Managing Dell devices and updates Managing Linux package upgrades Maintaining device and appliance security Manage quarantined file attachments
Using reports and scheduling notifications Monitoring servers
Getting started with server monitoring Working with monitoring profiles Managing monitoring for devices Working with alerts
Using the Service Desk
Configuring Service Desk Using the Service Desk Dashboard Managing Service Desk tickets, processes, and reports
Overview of Service Desk ticket lifecycle Creating tickets from the Administrator Console and User Console Creating and managing tickets by email Viewing tickets and managing comments, work, and attachments Merging tickets Using the ticket escalation process Using Service Desk processes Using Ticket Rules Run Service Desk reports Archiving, restoring, and deleting tickets Managing ticket deletion
Managing Service Desk ticket queues About User Downloads and Knowledge Base articles Customizing Service Desk ticket settings Configuring SMTP email servers
Maintenance and troubleshooting
Maintaining the appliance Troubleshooting the appliance
Appendixes Glossary About us Legal notices

LDAP variables

LDAP variables

The appliance supports variables for use in LDAP Labels and database queries.

Device or machine variables

Device or machine variables can be used in LDAP Labels and queries to automatically group devices by name, description, and other LDAP criteria. During LDAP Label processing, the appliance replaces all KBOX_ defined variables with their respective runtime values. The following table shows supported device or machine variables and their mapping to columns in the MACHINE database table and LDAP attributes.

Table 42. Device or machine variables and mappings

 

Appliance variable

 

Appliance MACHINE database table column

 

LDAP attribute mapping

KBOX_COMPUTER_NAME

NAME

cn | name

KBOX_COMPUTER_DESCRIPTION

SYSTEM_DESCRIPTION

description

KBOX_COMPUTER_MAC

MAC

macAddress

KBOX_COMPUTER_IP

IP

ipHostNumber

KBOX_USER

USER_NAME

KBOX_USER_DOMAIN

USER_DOMAIN

KBOX_DOMAINUSER

USER

KBOX_CUSTOM_INVENTORY_*

CUSTOM_INVENTORY

The KBOX_CUSTOM_INVENTORY_* variable can be used to check a custom inventory value. The * is replaced with the Display Name of the custom inventory rule. Allowed characters are [a-z0-9.-]. Any other characters are replaced with an underscore (_).

User variables

User variables can be used in LDAP Labels and queries to automatically group users by domain, location, budget code, or other LDAP criteria. During LDAP Label processing, the appliance replaces all KBOX_ defined variables with their respective runtime values. The following table shows supported user variables and their mapping to columns in the USER database table and LDAP attributes.

Table 43. User variables and mappings

 

Appliance variable

 

Appliance USER database table column

 

LDAP attribute mapping

KBOX_USER_NAME

USER_NAME

samAccountName

KBOX_FULL_NAME

FULL_NAME

cn | name

KBOX_EMAIL

EMAIL

mail

KBOX_DOMAIN

DOMAIN

KBOX_BUDGET_CODE

BUDGET_CODE

KBOX_LOCATION

LOCATION

1

KBOX_WORK_PHONE

WORK_PHONE

telephoneNumber

KBOX_HOME_PHONE

HOME_PHONE

homePhone

KBOX_MOBILE_PHONE

MOBILE_PHONE

mobile

KBOX_PAGER_PHONE

PAGER_PHONE

pager

KBOX_CUSTOM_1

CUSTOM_1

KBOX_CUSTOM_2

CUSTOM_2

KBOX_CUSTOM_3

CUSTOM_3

KBOX_CUSTOM_4

CUSTOM_4

KBOX_ROLE_ID

ROLE_ID

KBOX_API_ENABLED

API_ENABLED

KBOX_AMS_ID

AMS_ID

No value. This variable is not used.

KBOX_LOCALE_BROWSER_ID

LOCALE_BROWSER_ID

KBOX_HD_DEFAULT_QUEUE_ID

HD_DEFAULT_QUEUE_ID

KBOX_LDAP_UID

LDAP_UID

objectGUID

Glossary

Glossary

The Administrator Console is the web-based interface used to control the appliance. To access the Administrator Console, go to http://<appliance_hostname>/admin where <appliance_hostname> is the hostname of your appliance. If the Organization component is enabled, you can access the System-level settings of the Administrator Console at http://<appliance_hostname>/system. To view the full path of URLs in the Administrator Console, which can be useful when searching the database or sharing links, add ui to the URL you use to log in. For example: http://<appliance_hostname>/admin.

Monitoring alerts are messages that are generated on supported server devices and sent to the appliance to alert staff about errors and issues being reported in the event and system logs of the devices. See Monitoring servers.

Appliance linking enables you to log in to one appliance and access all linked appliances from the drop-down list in the top-right corner of the Administrator Console, without having to log in to each appliance separately. You can link all of the Quest K-Series appliances you manage. See Linking Quest KACE appliances.

A

Glossary

The Administrator Console is the web-based interface used to control the appliance. To access the Administrator Console, go to http://<appliance_hostname>/admin where <appliance_hostname> is the hostname of your appliance. If the Organization component is enabled, you can access the System-level settings of the Administrator Console at http://<appliance_hostname>/system. To view the full path of URLs in the Administrator Console, which can be useful when searching the database or sharing links, add ui to the URL you use to log in. For example: http://<appliance_hostname>/admin.

Monitoring alerts are messages that are generated on supported server devices and sent to the appliance to alert staff about errors and issues being reported in the event and system logs of the devices. See Monitoring servers.

Appliance linking enables you to log in to one appliance and access all linked appliances from the drop-down list in the top-right corner of the Administrator Console, without having to log in to each appliance separately. You can link all of the Quest K-Series appliances you manage. See Linking Quest KACE appliances.

B

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